Apprenticeship in Customer Service

Ref: WTOCCSSA2/WTOCCSSA3

Course Summary

The candidate will be working in a customer focussed environment.

They will gather evidence for their NVQ from within their current job role to prove they are competent in dealing with customers on a daily basis.

Why choose this course?

Flexible NVQ visits to suit both the learner and their employer.

Qualifications obtained whilst carrying out your every day work.

One to one visits with a qualified assessor who is occupational competent in Customer Service.

Choose units from the qualification tailored to your current employment.

What will I learn?

The course has 2 Mandatory Units which are:

Communicate Using Customer Service Language and
Follow the Rules to Deliver Customer Service

These units form the basis of the NVQ and are aspects of a Customer Service role that you will improve as time goes on.

You then chose additional Optional Units from 4 themed areas.

Impression and Image
Delivery
Handling Problems
Development and Improvement

A main area of the apprenticeship focuses on Employment Rights and Responsibilities. This will be taught throughout the programme and then tested via your Technical Certificate examination.

What are the entry requirements?

You will need to be in employment and carrying out a customer focussed role.

You will need to have the appropriate level of essential skills.

You will need agreement from your employer to undertake this qualification.

What will you achieve?

NVQ Customer Service Level 2 Certificate or

NVQ Customer Service Level 3 Diploma

Key Skills/Functional Skills Level 1/2 Application of Number

Key SKills/Functional Skills Level 1/2 Communication

Key Skills/Functional SKills Level 1/2 ICT

EDI Technical Certificate Level 2/2 in Customer Service

CFA Personal Leaning and Thinking Skills

Where can I go next?

Customer Service Level 3 Diploma (this will depend on your current job role).

NVQ Team Leading Level 2 (this will depend on your current job role).

What facilities do we have?

Refectory and Shop

Library and Learning Centre

Computer Facilities

Virtual Learning Environment

Prayer Room

How much will it cost?

At present (Augusut 2011) the cost of the apprenticeship is £250 employer contribution if the learner is aged 25+.

This is subject to government funding changes.

How long is the course?

This is a 12 month course comprising of a maximum of 12 monthly visits to your workplace. Each visit usually lasts approximately 1 hour.

You, your assessor and your employer will agree the frequency of each visit.

How do I apply?

To enrol on this course, please call us on 0800 032 7288